- Provide technical support and troubleshooting for DoubleCloud software and solutions, assisting customers and resolving their inquiries, issues, and challenges.- Solid understanding of the overall AWS Cloud infrastructure, EC2, RDS, S3, VPC, CloudFormation, Secrets Manager, CloudWatch, etc.)- Monitoring and logging systems for containerized applications like (Grafana)- Experience supporting PostgreSQL, MySQL in a public cloud environment - Basic reading of stack traces to be able to search for duplicates and escalate to the correct team. - Diagnose and resolve complex technical problems related to virtualization, cloud computing, and software-defined infrastructure.- Ability to troubleshoot clusters storing for opening source databases like Clickhouse, Kafka,...etc- Ability to execute SQL commands for replicating issues purposes.- Configure Replicas and shards according to the client's needs- Collaborate closely with customers, understanding their technical requirements, and guiding them through the implementation and configuration process.- Assist customers in deploying and integrating DoubleCloud products and solutions into their existing IT infrastructure, ensuring seamless operation and maximum performance.- Conduct in-depth analysis of customer environments, identifying potential issues or areas for improvement, and providing recommendations and solutions.- Work closely with the development and engineering teams, reporting bugs, providing detailed information, and actively participating in product improvement discussions.- Create and update technical documentation, including user guides, troubleshooting manuals, and knowledge base articles, to facilitate self-service and empower customers.- Proactively monitor and analyze customer systems and infrastructure, identifying potential performance bottlenecks, security vulnerabilities, or scalability issues, and proposing appropriate solutions.

- Promoted to Tier 2 technical support for SAAS products - Experienced using tools for debugging issues around API requests, HTML, CSS, HTTP responses...etc.- Expert Experience using different software products and Ticketing systems (Zendesk, HubSpot, Salesforce, Jira, Taiga, intercom,...etc.)- Great technical expertise in a variety of Martech platforms/applications (Marketo, Eloqua, Pardot, Salesforce, etc.).- Ability to integrate/Troubleshoot different Martech software (Marketo, Eloqua, Pardot, Salesforce, Hubspot,...etc.) with ION using different Field Mappings.- Experienced using HTML, and CSS for styling and adjusting custom elements with the help of different educational websites (w3schools, google,...etc.)- Involved in creating/upgrading the overall support process.- Experience with SEO industry programs, such as Google Analytics.- Experience managing customers in an enterprise environment and are able to demonstrate excellence in customer service- Experience working with clients in a consultative or advisory capacity- Document actions in tickets to effectively communicate information internally and to customers.- Resolve problems independently and understands the correct escalation procedures.- Train and mentor new support agents, evaluating their overall performance.- Host webinars and workshop sessions across the board.- Reproducing and debugging customer-reported problems in a different debugging environments, as necessary, and working with engineering and acting as a QA to resolve issues;Implement features either individually or as part of a wider team. - Maintain an awareness of company and departmental objectives and goals. - Maintain awareness and knowledge of working practices and processes. - Participate in Out of Hours support as directed and required and undertake On Call duties if required. (PagerDuty and Ops Genie) - Proactively share knowledge through proper documentation and collaboration.

- Jira Administrator - Expert Setting up Jira, Configuring User Permissions, Optimizing Workflows ,Prioritize Security, Avoid Unnecessary Workflows , Align Jira with Business Goals- Expert Experience using different software products and Ticketing systems (Zendesk, HubSpot, Salesforce, Jira, Taiga, intercom,...etc.)- Train and mentor new support agents, evaluating their overall performance.- Documenting issues in a knowledgebase format for use both internal and external;- Providing timely feedback into the development process on customer-reported product problems- Provide platform support and customer service to Rock Content’s customer user base.- Support users in-platform as a live chat support agent and via email ticket support requests.- Support departmental evaluation and implementation of new tools and processes that enhance the customer support experience and product usage visibility, as needed.- Demonstrate a high level of product knowledge and skillfully answer product-related questions while engaging learners with varying skill levels

Zendesk | Salesforce | PagerDutyWord | Excel | PowerpointJIRA | Confluence | Slack | HTML | CSS | JavaScript

- Act as a team leader delegate when he/she not available - performing all team leaders duties- Analyze the team's performance- Provide team's performance status- Handles internal and external VIP customers’ inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards. - Resolves customers complaints and problems, escalates issues to appropriate persons/teams whenever needed. - Provide Prestige customers with technical support and troubleshoot internet regarding issues.- Effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered. • Sell products and services.• Suggest solutions when a product malfunctions.• Handle product recalls.• Inform customer of deals and promotions.• Builds a customer relationship/partnership, which adds value to the customer leading to a long term profitable relationship.• Follows the appropriate guidelines and procedures for any given situation. • Performs all duties assigned by the team leader and supervisor.

- Verify job set-up accuracy prior to production operations to ensure product conformity.- Use applicable work orders, drawings and similar acceptance criteria to determine final product conformance with applicable requirements and company workmanship standards.- Perform dock audits of finished goods as directed to determine outgoing quality level of products with required dimensional, cosmetic, packaging and labeling criteria.- Perform first article inspection of products and support company PPAP activities.- Perform calibration of basic measuring tools and maintain calibration database.- Inspect customer returned material to verify/confirm product non-conformance's.- Provide technical support to operations and assist in company lean manufacturing/continual improvement initiatives.- Review the work forecasts and determine your productivity requirements to produce during the day to meet the overall building objectives.- Partner with other shift Managers to balance labor ensuring that you are operating a balanced and efficient shift while meeting all of your goals.o Auditing departments within the warehouse o Documenting discrepancies o Reporting results of audits o Entering data o Complying with safety regulations - · Lift and move items up to 20 kg each if needed- · Walking in the WH and around area with great frequency; facilities are over a quarter mile in length- Investigation to all escalation sent either by the operation manager or the CEO or the Managers - Detecting Theft cases , loss or broken items in effective way

- First Line Support for British Customers - Investigate about network issues in certain post codes - Solve Network Problems, Hardware Problems, and Server Problems, - Solve any Issues concerning I-phones, I-pads, USB Modem, Mifi, Symbian - Solve any incidents on Voice Calls, Text Msgs , Internet - Deal technically with all issues with Vodafone Sure Signal - Configuration of any devices: Android- Symbian– I phones- I Pads – USB Modem. - Ability to solve incidents on all IT Services (SMTP, Web Hosting, Server Hosting, Security). - Exchange Communicate with departments or vendors to achieve fault resolution within SLA - Provide a professional first point of contact for the Customer. - Document all troubleshooting and case management actions via the ticketing systems. - Handle porting procedures and have feedbacks from other departments - Handle Complains and support escalations to team managers - Make TBS to faulty devices and book repair to the repair service center

First Line Support for technical Internet complains.- Solve any troubleshooting issue face ADSL clients.- Solve Network Problems, Hardware Problems, and Server Problems, create Static IPs, and PortForward.- Solve any Troubleshooting concerning I-phones, I-pads, USB Modem, Routers,- Configuration of any devices: Routers – I phones- I Pads – USB Modem.- Ability to solve incidents on all IT Services (SMTP, Web Hosting, Server Hosting, Security).- Exchange Communicate with departments or vendors to achieve fault resolution within SLA- Provide a professional first point of contact for the Customer.- Document all troubleshooting and case management actions via the ticketing systems.- Have the ability to create Multi-NAT and port forward to be configured in the routers forany number of static IPs for cameras and database servers, Router configuration, addressingscheme with associated masks, access list, NAT, PAT.

Solve all network issues.- Solve all desktops issues.- Windows Troubleshooting.- Solve all laptop issues.

- Solve any IT troubleshooting issues that face clients.- Solve any IT troubleshooting issues that face employees in the company.- Solve network issues, hardware problems, and server problems on client siteOur clients as (Ministry of Defense, Ministry of Tourism, Central bank of Egypt.

-Transfer the xml sheet which contains the employee details to tables in SQLServer 2008 through stored procedure.-Great knowledge in creation of triggers, stored procedure, DML, DDL inSQL2008.-Great knowledge in ADO.NET using Visual studio 2008 &SQL 2008.

Responsible for transferring Data from old website to Vignette Websites.